Sturm, Rick <br/><br/>
Foundations of service level management 
Rick Sturm, Wayne Morris, and Mary Jander 
 - Indianapolis, IN  SAMS  c2000 
 - xiii, 272 p. : ill. ; 23 cm 
<br/><br/> Includes index 
<br/><br/><label>ISBN: </label>9780672317439 
<br/><br/><label>ISSN: </label>99063620 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service-level agreements<br/>Total quality management
<br/><br/><label>Dewey Class. No.: </label>658 STU